Customer Care Technical Support Manager

Kestra Medical Technologies

The Kestra team has over 400 years of experience in the external and internal cardiac medical device markets. The company was founded in 2014 by industry leaders inspired by the opportunity to unite modern wearable technologies with proven device therapies. Kestra’s solutions combine high quality and technical performance with a wearable design that provides the greatest regard for patient comfort and dignity. Innovating versatile new ways to deliver care, Kestra is helping patients and their care teams harmoniously monitor, manage, and protect life.

The Customer Care Technical Support Manager assists in planning and building the knowledge bases, processes, and standard operating procedures for the Technical Support Team. Contributes to establishing a quality assurance process to help ensure all Technical Support Team members consistently provide accurate and prompt solutions to customer questions and concerns and that such customer support is provided with empathy. Supervises a team of Technical Support Specialists (TSS) , including providing training, regular coaching, inspiring TSSs, conducting performance evaluations, and driving a consistent a high level of customer support. Engages in cross-functional partnerships to gain input and collaboration from stakeholders to ensure the Technical Support Team has all necessary information required to provide the highest level of customer support.

ESSENTIAL DUTIES:

Assist with hiring, training, and coaching

Manage Technical Support Specialists, including scheduling and evaluations

Manage the processing of incoming calls to the Helpline to ensure courteous, empathic, timely, and effective resolution of end user issues

Design and enforce customer request handling and escalation policies and procedures

Track and analyze trends in Technical Support requests and generate statistical reports

Assess need for troubleshooting solution reconfigurations (minor or significant) based on customer request trends and make recommendations

Identify, recommend, help develop, and implement Technical Support Specialist training programs to increase troubleshooting skills, soft skills, and self-sufficiency

Help establish and enforce service level agreements to establish problem resolution expectations

Analyze performance of Technical Support activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service

Based on customer requests for technical support provide recommendation of help sheets, usage guides, and FAQ lists for Technical Support Specialists and end users

Uses Voice of Customer data to help drive continuous improvement of customer support

Respond to day-to-day needs

Adhere to the Pledge of Confidentiality:

Information regarding a patient of this company shall not be released to any source outside of this company without the signed permission of the patient. Furthermore, information will only be released internally on a need-to-know basis. All Team Members will not discuss patient cases outside the office or with anyone not employed by this company unless they are directly involved with the patient’s case.

COMPETENCIES:

Passion: Contagious excitement about the company – sense of urgency. Commitment to continuous improvement

Integrity: Commitment, accountability, and dedication to the highest ethical standards

Collaboration/Teamwork: Inclusion of Team Member regardless of geography, position, and product or service

Action/Results: High energy, decisive planning, timely execution

Innovation: Generation of new ideas from original thinking

Customer Focus: Exceed customer expectations, quality of products, services, and experience always present of mind

Emotional Intelligence: Recognizes, understands, and manages one’s own emotions and can influence others. A critical skill for pressure situations

Demonstrate consistent analytical and problem-solving abilities

Ability to motivate and direct Team Members

QUALIFICATIONS:

Education/Experience Required:

Bachelor’s degree

Minimum 4 years working in a Technical Support capacity with patients and health care providers in the MedTech / Durable Medical Equipment industry

Minimum 2 years managing a Technical Support call center

Minimum 2 years of people management experience

Experience defining user requirements for Customer Service and Call Center systems

Preferred:

Experience providing patients and/or health care providers with Technical Support regarding defibrillators

Experience with Salesforce Service Cloud or Health Cloud

Experience with Call Center systems and software

Experience working with patients and healthcare providers who use cardiac rhythm management technology

Experience working with Electrophysiologists or Cardiologists in a clinical setting

Experience as a trainer or instructor of cardiac rhythm management and/or defibrillator devices

Experience developing training materials for patients and/or healthcare providers

WORKING CONDITIONS:

Fast-paced office environment

Noise level typical of an open office environment

Drug-free

PHYSICAL DEMANDS:

Frequent repetitive motions that may include wrists, hands and/or fingers, such as keyboard and mouse usage

Frequent stationary position, often sitting for prolonged periods

Occasional bending and stooping

Occasional lifting up to 20 pounds

TRAVEL:

Occasional travel, less than 10%

Benefits

Kestra offers a very competitive benefits package including Medical, Dental, 401K with Match, etc.

Pay equity is an important part of Kestra’s Culture. Our compensation ranges are guided by national and local salary surveys and take into consideration experience level and internal equity. Each role is benchmarked based on the job description provided. If your qualifications and/or experience level are outside of the posted position, we encourage you to apply as we are growing fast and roles that are coming soon may not be posted.

Salary: $120,000 – $145,000 depending on experience and location.

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